In this episode of the Ecwid Ecommerce Show, hosts Jesse and Rich are joined by Chris Lavoie, the Technology Partner Manager at Gorgias.

The episode touches on the following:  
- What helpdesk software is and how it differs from AI-chatbots. 
- Omnichannel in customer service, and answering customer questions where they are. 
- Using social media not only for marketing but for customer support as well.
- Effectively spotting and answering negative replies on social media. 
- The most important metrics for customer support, including first response and resolution time. 
- How to empower customers to serve themselves on a website and escalate to a live agent when necessary.
- Using machine learning to detect negative comments in customer requests to prioritize them in a support agent’s queue.
- Considering a customer’s history of requests to improve phone support. Customer service agents can get all the information they need about a customer right when they call.
- How presales can be an opportunity for customer support.

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How to Deliver Exceptional Customer Experiences

The Ecwid E-Commerce Show